Service Desk Technician

A Duda & Sons, Inc. (DUDA), a privately owned, diversified land company headquartered in Oviedo, Florida, seeks a full-time Service Desk Technician. The Service Desk Technician will be the first point of contact providing customer service, technical support, and incident resolution to Duda employees. Must be able to identify, isolate, analyze, and resolve issues of varying technical difficulty or escalate high-priority service interruptions using sound incident management and customer service practices. 

Day-to-day tasks include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers, and scanners) to ensure optimal workstation performance in person or via remote access in a timely and accurate fashion and provide end-user assistance across the infrastructure via telephone or remote access.

Primary Responsibilities and Duties

• Install, upgrade, support, and troubleshoot desktop operating systems and other authorized desktop applications or peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
• Perform remedial repairs on computers, laptops, printers, and other authorized peripheral equipment.
• Return defective equipment/parts to maintenance inventory, document customer repairs, and maintains and restock assigned parts inventory to ensure proper spare parts levels.
• Safely package equipment for branches and arrange for the transport of the equipment.
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC), or notebooks that have authorized access to the network
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Use tools and methodologies to load, copy and customize operating system configurations for deployment.
• Escalate the issue/problem to infrastructure team members when the restoration is beyond the scope of the computers, laptops, printers, and other authorized peripheral equipment.
• Escalate issues and involve experts or vendors wherever required to resolve issues as quickly as possible.

Requirements and Qualifications

• Strong customer service and organizational skills, including excellent interpersonal and communication skills
• Working experience troubleshooting software and hardware issues
• Ability to operate tools, components, and peripheral accessories
• A+, Server +, Network+ knowledge (certification preferred)
• Knowledge of ITIL foundation (preferably ITiLv3 certified)
• Working knowledge of Microsoft Suite of applications and remote control tools
• Degree in Information Technology or related field preferred, along with 3-5 years of experience in a technology support role.
• Microsoft, Cisco, service management certifications (preferred)
• Basic knowledge of enterprise infrastructure and technology

Work Schedule

9 am to 6 pm to accommodate West Coast operations

On-call duty is required approximately every 4-5 weeks, including evenings and weekends.

Some local travel

Compensation and Benefits

• Paid sick and vacation time, as well as paid holidays.  
• 401k with employer matching
• Medical, Dental, and Vision 
• Flexible Spending Accounts 
• Basic Life Insurance 
• Short-Term Disability 
• Long-Term Disability 
• Employee Assistance Program (EAP)  
• Be Happy Be Healthy Wellness Program  
• Tuition Assistance Program  
• More voluntary benefits include but are not limited to Term Life Insurance, Whole Life Insurance with Long Term Care Rider, Accident Insurance, Critical Illness Insurance, Cancer Insurance, Smart Dollar Financial Wellness tool, and Identity Theft Protection. 

A. Duda and Sons, Inc. is a private family-owned company, recognized as #5 on Orlando Business Journal's Top 100 Privately held companies in Central Florida. Starting as a humble celery farm in 1926, DUDA's business operations today include Duda Farm Fresh Foods, one of the world's leading producers and suppliers of celery and other quality fresh and fresh-cut vegetables and citrus; The Viera Company, a highly regarded community developer with fully-integrated real estate operations including Viera Builders, a residential home builder; as well as Duda Ranches, manager of DUDA's agricultural operations including sod, sugarcane, citrus, and cattle.